HomeComplaintsManeki Casino - Player's winnings are capped after meeting wagering requirements.

Maneki Casino - Player's winnings are capped after meeting wagering requirements.

Amount: €600

Maneki Casino
Safety Index:High
Submitted: 19 Oct 2024
Case opened Current status

Waiting for player to reply

2d 3h 36m 28s

Case summary

5 days ago

The player from Austria is confused about a bonus balance conversion that reduced his winnings from over €600 to around €40 after meeting the wagering requirements. He contacted support and was informed that the excess balance is eliminated upon completion, but he cannot find this policy in the terms and conditions.

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1 month ago
Translation

Hello,


I received a bonus from a deposit, and I played and won over €600. Suddenly, I noticed that my balance was reduced from over €600 to something around €40.


I immediately contacted support, and they replied with this:


You have experienced a bonus balance conversion. This happens when you are playing on a bonus and have successfully met wagering requirements. Every offer has wagering requirements that you must complete before you can cash out.

The moment you complete that requirement, the system automatically eliminates the excess balance, leaving only the amount you're entitled to cash out.



They said the money is always gone, but I didn't find anything in the terms and conditions stating that when you meet the bonus requirements, almost all your money is eliminated.


What’s the point of getting a bonus if everything disappears anyway…





Automatic translation:
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1 month ago

Dear Beater,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the link to the bonus you activated and played with? Alternatively, you may post a screenshot here with the bonus along with its Terms and Conditions, or you may forward me the promotional email with the offer at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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3 weeks ago

Dear Beater,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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3 weeks ago
Translation

Yes, I'm sorry, I've had a lot to do privately.

First of all, I would like to thank you for your efforts and time.


I will get in touch with you via the email address provided, thank you in advance.


Best regards


Automatic translation:
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3 weeks ago

Dear Beater,

I have not received any emails from you yet. Could you please check if you used the correct email address? It's veronika.l@casino.guru.

Moreover, please keep in mind that bonuses often come with a cap on maximum possible winnings. That's why I asked you to send me the Terms and Conditions of the bonus you redeemed and played with.

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

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2 weeks ago

Dear Beater,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 weeks ago
Translation

I sent her an email yesterday, thank you.

Automatic translation:
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1 week ago

Thank you for your email. I have checked the Bonus Terms and Conditions, and this is what I found:

5.Maximum withdrawal limit for deposit free spins is 50 EUR/USD, 75 CAD, 75 NZD, 75 AUD, 1,000 ZAR unless stated otherwise in the individual terms of a promotion.

6.The maximum winnings that will be paid out resulting from a cashback bonus, comp points bonus, tournament bonus, any deposit bonus, except welcome bonus, personal VIP bonus or the weekly bonus, will be 5x (times) the bonus issued. Please note that any amount in excess will be forfeited and removed from your account prior requesting a withdrawal.

However, in the section regarding welcome package, the Terms state the following:

Maximum withdrawal limit from any welcome cash bonus: 3,500 EUR, 3,500 USD, 5,000 CAD, 5,000 NZD, 35,000 NOK, 70,000 ZAR, 420,000 JPY.

Maximum withdrawal limit from any Welcome Package free spins: 50 EUR, 75 CAD, 75 NZD, 500 NOK, 1,000 ZAR, 6,000 JPY.

Therefore, I need more information from you. Please send me the screenshot from your casino profile showing the bonus you activated and played with.

Also, kindly specify the amount you deposited and the bonus amount you received. Did you also receive free spins with your bonus?

Edited by a Casino Guru admin
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5 days ago

Dear Beater,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Beater has 2d 3h 36m 28s to reply

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